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As a Vice President Service Design in our Card portfolio
You will be at the forefront on forging transformative partnerships with top-tier global brands, creating innovative co-brand card solutions that drive commerce and deliver unparalleled rewards. In addition, you will be responsible for helping to set a vision and develop Card services that boost our efficiency and effectiveness with our global brand partners.
Job responsibilities
Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and customer experience enhancement across multiple products and platforms
Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity
Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible experiences
Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement
Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals
Required qualifications, capabilities, and skills
5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences
Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding
Demonstrated expertise in creating direct and indirect experiences for diverse users
Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives
Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
Preferred qualifications, capabilities, and skills
Design leadership or managerial experience
Navigate complex organizational dynamics
Great stakeholder management
Drive and lead workshops with business partners and cross functional teams.
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